RITM showing State as Work in Progress greyed out

Winnie P · ‎08-27-2020

Hello there. We have a few RITMs, Stage = Completed & State = Work in Progress. All Tasks are Closed Completed. How can you change the State = Completed if the option is greyed out please? Thank you.

Winnie P · ‎09-02-2020

Quick solution, from Support HI

Log in as admin > Access the Requested Items list > Click on cog wheel to Customised list columns > add State field to list > change State from WIP to Closed Completed

View solution in original post

Virendra Mali · ‎08-27-2020

your requirement is not clear but as i understand i am giving you solution

please go through the link it will help you a lot

https://community.servicenow.com/community?id=community_question&sys_id=bd854a0ddb4ae3c04abd5583ca96...Hi,

Please mark my answer as correct and helpful

Thanks and regards

Virendra

Winnie P · ‎08-27-2020

Thank you Virendra. Sorry for being vague.

Our current process is when all Tasks are closed, the RITM will auto-close with Stage = Completed. State = Completed

But we have a weird issue, where we have only a few RITMs with State = Work in Progress. This means that the RITM is still visible in the Fulfillers queue, even after all Tasks are closed, so just looking for a way to change the State = Completed, as cannot do so as it is greyed out. Cheers.

DirkRedeker · ‎08-27-2020

Hi

If you say, that this behavior is not correct, and you are only a few ones, that are in that stage and stage, it looks like you have some wrong configuration in your instance.

I recommend first to investigate, why and how those items are getting to the wrong combination of stage and state.

There must be some overlapping within your scripts, BR, Workflows, Flows, etc., that leads to that combination.

If you do not solve the root cause before correcting the data, you may have wrong records one again the next day.

As soon as you fixed the script, Rules, etc., you obviously need to cort the data.

Therefore, I recommend to create fix scripts. Always first check and test this in detail in SubProd instances.

Let me know if that answered your question and mark my answer as correct and helpful.

BR Dirk

Winnie P · ‎09-01-2020

Thank you Dirk. What would be the 'create fix script' please? There are only 3 RITMs that has this issue, they are old RITMs opened back in 2019? Otherwise, the current workflow is all good. Cheers.